Account, payments & subscriptions

[heidi95747]

I have a monthly charge under Roku on my bank stmt. I don't have any Roku specific streaming channels. How can I get this stopped and get possible refund? Thank you!

[DBDukes]

First, you need to find out if it's actually Roku that's doing it. Remember that merchants can put other stuff in the description. If it's a scammer, there's nothing stopping them from putting "Roku" or anything else.

So, to find out if it's Roku that's billing you, go to https://my.roku.com and log in. Then click the Manage your subscriptions link.

If you see it there, then it's a Roku charge. There should be a description of what it's for.

If you don't see it, go back to the Roku Account page and click the View your purchase history link. Do you see it there? If so, again, look at the description. 

If you don't see anything in either Subscriptions or Purchases, then it's some scammer, not Roku. Your bank should be able to help you with fraud. 

If it is there, and you don't want the subscription, cancel the subscription. Then reach out to @RokuDanny-R for help.

[Duxa]

Dispute with your credit card company. Are you sure someone in the household didnt rent/buy something from one of the channels? That price is around what a movie rental or a month of Hulu would be.

[RokuDanny-R]

Hello @heidi95747,

Thanks for the post!

For account & billing concerns, it may be more effective to get help from our billing team. Please contact them here then choose Questions about my account or billing from the drop-down menu.

All the best,

Kariza

[taltanjoe]

i have charges on my account  for a movie we did not order on may 2   and a charge for 5.99  I don't want any charges on my account for any reason      talta williams   [personal information removed]

[DBDukes]

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@taltanjoe wrote:

i have charges on my account  for a movie we did not order on may 2   and a charge for 5.99  I don't want any charges on my account for any reason      talta williams   taltanjoe@comcast.com

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To prevent users from incurring unauthorized charges, go to https://my.roku.com/ and add a PIN to the account. 

You may also wish to look at the links for View your purchase history and for Manage your subscriptions to ensure there are no purchases or subscriptions that a user generated.

You can also remove a payment method from your account, provided there are no active subscriptions.

After you've done that, follow the instructions listed earlier in this thread, in the post right above yours.

[wookie11amc]

I have a $5.99 charge on my credit card from you.  I believe it may be for HULU which I had for one month and cancelled.  I also got a confirmation from HULU as tot he cancellation.  What is the charge for?

[DBDukes]

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@wookie11amc wrote:

I have a $5.99 charge on my credit card from you.  I believe it may be for HULU which I had for one month and cancelled.  I also got a confirmation from HULU as tot he cancellation.  What is the charge for?

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Did you go to the pages suggested in the post immediately above yours? What did you find?

[tmragain30]

I have also incurred monthly $5.99 charges now totaling $17.97 that I have no idea what they are. I have reached out to Roku and of course they have no idea but the phone number listed on the debit charge is Rokus. The charges each state “Debit Roku for MacMillan Int 8162728107 DE.” I have also reached out to MacMillan and spoke with Mr MacMillan himself and they are not charges from him. I have no current subscriptions through Roku and my last purchase history was in Jan 2021. I’ve even reset my device to factory settings, removed my payment information and yet I’m still getting charged and no one can figure it out. The customer service is non existent and I believe these charges are fraudulent. How many other people are getting scammed? 

[DBDukes · Accepted solution]

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@tmragain30 wrote:

I have also incurred monthly $5.99 charges now totaling $17.97 that I have no idea what they are. I have reached out to Roku and of course they have no idea but the phone number listed on the debit charge is Rokus. The charges each state “Debit Roku for MacMillan Int 8162728107 DE.” I have also reached out to MacMillan and spoke with Mr MacMillan himself and they are not charges from him. I have no current subscriptions through Roku and my last purchase history was in Jan 2021. I’ve even reset my device to factory settings, removed my payment information and yet I’m still getting charged and no one can figure it out. The customer service is non existent and I believe these charges are fraudulent. How many other people are getting scammed? 

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If you go to https://my.roku.com and there is not a subscription showing at Manage your subscriptions and not a purchase at View your purchase history then it's not from Roku. If that's the case, they are fraudulent charges, but again, not from Roku.

Before you say (or someone else says) "but it says 'Roku'" keep this in mind. You ever wonder how those porn and extramarital affairs Websites are able to function without people getting caught by their spouse? It's because those Websites don't put "Porn subscription" or "Affair Website" in their credit card description. They put something like "Tech support" or whatever on the credit card bill. How? Because people billing credit cards can put pretty much what they want. 

That also means that some scammer can put "Roku" in a description. Then, you spend time trying to run down fraudulent charges with Roku, when it's not Roku that did it. Time passes, and your bank pulls out the fine print and you can't get your money back because you took too long to dispute.

How some scammer got your credit card information? Don't know. But dispute that charge if it doesn't show up on your Roku account page.

If the subscription does show up, then you need to work that out with Roku. If not, it's not Roku, but some scammer using Roku's name.